Office Operations Adam Fikis Week #6 Reservations * Definition: An agreement reached between a supplier and a traveler or travel agent or a clerical or electronic process whereby a seat, a room, a berth or other accommodation is withdrawn from sale and set aside for the use of a specific person, often on payment of a deposit. Reservations Outcomes * Guest Perspective * Having a guestroom ready and waiting when they arrive * Should not be just any room, but the room that best meets the guest needs expressed during the reservations process. * Hotel Perspective The reservations process should provide the highest occupancy and the room revenue possible. Reservation and Sales * Before Automation: * Agents focused on room availability information. * Not able to identify room type. * Agents would note special request on the reservation. * Certain bedding type, smoking, non-smoking, scenic view * Front desk fulfill such request at the time of check-in. * At the same time agents were responsible for maximizing occupancy & revenue * Incentives were provided to sell higher priced rooms during check-in. After Automation: * Agents can review room and rate information for specific dates * Request for specific room types, location, and special features can be immediately acknowledged and quickly confirmed as a part of the reservations process.
* Agent create an image of the hotel to the callers * Reservations agents are not order takers and are trained in sales techniques. * Reservation now is viewed as part of sales department. Role of the Sales Department in Reservations * Primary Source of Reservations Group Sales Managers or Representatives create group reservations * Corporations, trade associations or SMERF(Sports, Military, Educational, Religious, Fraternal) * Actual reservations may go the reservations department by phone, fax, website etc. * Sales office originated the sale * Sales Department also generate sales from other markets * Transient, Corporate, Leisure etc. * A major function of the Sales department is to familiarise local businesses and travel agencies about the benefits and features of the property. * Depending on the type of hotel Sales Managers maybe assigned to work with travel agencies, Internet websites, and other reservations distribution outlets * Distribution channels should be familiar with the hotel’s characteristics and surrounding areas * To create a positive impression of the property and the travel destination * Sales Managers are often provided with financial or other incentives for meeting or exceeding their sales goals. * Sales objectives and incentives (including promotions) are now related to revenue rather than room sales as previously done in the past.
The Term Paper on Computer reservations system
... reservations' request to the hotel's marketing department 2. Upon availability, the hotel's reservation department shall block the requested number of rooms ... and group reservations: Individual Reservation Group Reservation Reservation Department Sales Department Usually one ... room Low price assigned for room Upon matching room inquiry with room availability, reservation agent reserves a room ...
Types of Reservations * Guaranteed Reservations: (A guaranteed reservation assures the guest that the hotel will hold a room until a specific time of the day following the guest’s scheduled arrival date. ) * Prepayment * A room reservation in which guests, prior to their arrival, provide payment for their rooms. Sometimes referred to as an “advanced deposit” reservation. * Credit Cards * Reservations are secured by a credit card number. In exchange for your card number, the hotel promises to have a room for you no matter when you show up on the day. Advance Deposits * Requires that the guest pays the hotel a specified amount prior to arrival, usually large enough to cover 1 night’s room and taxes. * Travel Agent * Travelers pay the agency in advance for transportation and room charges; and the agency in turn guarantees the reservation. * Corporate * A corporation entering into an agreement with an hotel, which states that they will accept financial responsibility for any no-shows travelers the corporation is sponsoring. * Voucher / Miscellaneous Charge Order (MCO) * Guest prepays an amount to the agency.
The Essay on The Hotel Industry
The hotel industry is a saturated industry that normally requires firms to maintain substantial overhead, substantial capital property, and brand reputation to successfully compete for fluctuating market shares. As a result, rivalry is high and there is little room for new entrants in the fiercely competitive and economically sensitive hotel industry. That being said, Airbnb has created a market ...
The agency forwards the Voucher/MCO to the hotel as proof of payment and guarantee that the prepaid amount will be sent to the property when the voucher is returned to the travel agency. * Non-Guaranteed * Hotel agrees to hold a room for the guest until a stated reservations cancellation hour * Usually 4:00 p. m. or 6:00 p. m. * Does not guarantee the property will receive payment for no-show * The room is released back into the generally inventory if guest does not arrive by stated time. Reservation Inquiry / Sources Property Direct * Telephone * Mail * Traditional / Electronic * Property Web Site * Property to Property * Faxes * TDD (telecommunications device for the deaf) * Through a central reservation system * Affiliate System * A hotel reservations system in which all participating properties are contractually related * Non-Affiliate System * Subscription system designed to connect independent and non-chain properties * Usually assumes responsibility for advertising * Only accepts certain quality or limited number of hotels in an rea to keep price of their service high * Examples – Hazelton Toronto & Chateau Bonne Entente (Leading Hotels of the World) * Preferred Hotels & Resorts (Soho Metropolitan -Toronto) * Distinguished Hotels & Resorts (Le Grand Lodge Mont-Tremblant) * Cluster Reservations Office * Chains that have several properties in a geographic area may opt to establish a single reservations or cluster office * Similar to hotel chain reservations system, but serves only a specific location instead of the entire company.
